Conditional routing is the term used to route calls to and from different agent groups.

This can also be described as 'overflow' of calls.  A primary destination for calls is set in the ACD.  If the call cannot be answered, conditions will be set for the call to be answered by other groups where there is an avaialble agent.

If there is no available agent in a secondary group the call  can logically queue to both the primary and secondary group waiting for the first available agent.

This is also the set up for skills based groups.  Conditions can be set for the call to wait a certain length of time against the primary group before overflowing.  This is to enhance the possibility of the call being answered by the better skilled agent.

An overflow can be either of the following;

• Intraflow - where calls are overflowed internally between agent groups
• Interflow - where calls are overflowed externally between ACDs / sites